POSITION SUMMARY
The Event Executive is responsible for incoming enquiries, from conversion through to seamless transition to operations for event execution and back to sales. The Event Executive provides excellent customer service through every element of the event or group enquiry, utilizing strong selling skills.
Prepares all event documentation and coordinates with all relevant hotel departments and the customer to ensure consistent, high level service through pre –event, during event and post event.
Recognizes opportunities to maximize revenue, conversion, and drive repeat business.
The Event Executive takes personal responsibility to adhere to sales and event brand standards for enquiry handling, event planning, pre & post-event.
CANDIDATE PROFILE
Experience

• Background in customer service role, sales, event management ideally within an hotel environment preferred

Skills and Knowledge

• Effective sales skills

• Knowledge of meetings & event management

• Effective communication (verbal, listening, writing) and negotiation skills

• Strong customer development and relationship management skills

• Strong organization skills

• Ability to execute against an agreed event and group strategy

• Ability to use Microsoft Office software applications and hotel system applications

• Strong problem-solving skills; encourages new innovative solutions when appropriate

• Effective decision making skills

SPECIFIC DUTIES

• Ownership for the management and conversion of assigned enquiries

• Coordination of all customer requirements, including communication and completing verbally and in writing with the customer the details of an event up to handover to operations on the day of event execution.

• Expertise in menu planning, food presentation, meeting room set ups, audiovisual and banquet service standards.

• Correct use of systems process to ensure booking integrity, consistency & accuracy.

• Sells to a pre-determined event and group strategy

• Works within brand standards & systems processes

• Generate incremental revenue and deliver excellent guest service.

• Effectively manages bedrooms blocks and meeting space inventory for assigned groups

• Conducts compelling show rounds to win the business

• Proactively resolicits previous customers and event bookers for future opportunities

• Training and execution of BDRC enquiry standards, continually review and agree improvement actions to ensure benchmark percentage is exceeded

Guest Satisfaction

• Sets a positive example for guest relations.

• Interacts with guests to obtain feedback on product quality and service levels. Effectively responds to and handles guest problems and complaints.

• Provides excellent customer service. Ensures all associates involved in and event or booking understand expectations and parameters.

• Conducts pre- and post-event meetings as required to review/communicate group needs and feedback.

• Actively solicits feedback from the hotel departments to identify areas for improvement to enhance the Event Planner’s experience.

• Emphasizes guest satisfaction during all departmental meetings and focuses on continuous improvement.

Sales and Revenue Management

• Delivers a compelling sales experience to drive conversion and repeat business

• Provides appropriate feedback to overcome obstacles to selling, including pricing, inventory availability and event execution

• Effectively up sells products and services throughout the event process.

• Participates in customer site inspections and assists with the sales process when necessary.

• Effectively manages customer budgets to maximize revenue and meet customer needs.

Safety and Security

• Report work related accidents, or other injuries immediately upon occurrence to manager/supervisor.
• Follow property specific procedures for handling emergency situations (e.g., evacuations, medical emergencies, natural disasters).
• Identify and correct unsafe work procedures or conditions and/or report them to management and security/safety personnel.
• Maintain awareness of undesirable persons on property premises.
• Understands and is able to execute departmental and hotel emergency procedures.
• Understands and complies with loss prevention policies and procedures.

Policies and Procedures

• Follow department/company policies and procedures.
• Protect the privacy and security of guests and coworkers.
• Maintain confidentiality of proprietary materials and information.
• Ensure uniform, nametags, and personal appearance are clean, hygienic, professional and in compliance with company policies and procedures.